PHILADELPHIA GAS WORKS. CUSTOMER handbook. pgworks.com

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1 PHILADELPHIA GAS WORKS CUSTOMER handbook pgworks.com

2 ABOUT US We Work for Philadelphia Since 1836, Philadelphia Gas Works has provided safe and reliable natural gas delivery to the people, businesses, and communities of Philadelphia. Today, PGW is the largest municipally owned natural gas utility in the country. Being owned by the City of Philadelphia means we work for Philadelphia. We focus on providing the best services and options we can to meet the needs of Philadelphia today and tomorrow. PGW is also one of the largest employers in the city, creating jobs and supporting the local economy 24 hours a day, 7 days a week. Our hardworking teams visit every street and avenue of Philadelphia to monitor and maintain 6,000 miles of underground pipeline, which serve almost 500,000 residential customers and over 25,000 business customers. Find out more about PGW s legacy of service and reliability at pgworks.com

3 table of contents Why Natural Gas... 2 Natural Gas Safety... 2 Contact Us... 4 Locations... 6 Manage Your Account Online... 8 Ways to Pay... 8 Trouble Paying Your Bill?... 9 Understanding Your Bill Explanation of Charges Ways to Save - EnergySense, Parts & Labor and Energy Saving Tips How to Turn On or Disconnect Service Other Service Options - Gas Choice, Landlord Programs Business Customers Pipeline Improvement Program Careers at PGW Emergency Hotline: call immediately if you smell gas or have an unsafe condition

4 WHY NATURAL GAS Natural gas is safe, reliable, clean, and green! Did You Know? Choosing natural gas from PGW means supporting local jobs and boosting the local economy; Natural gas supports energy independence; Natural gas is clean burning and leaves no soot or ash behind; By choosing natural gas, you can reduce your carbon footprint and decrease your home s environmental impact by almost 40 percent. NATURAL GAS SAFETY Natural gas has no smell, so we add an unpleasant, rotten egg-like odor. If you think you smell natural gas or have an unsafe condition, leave the area immediately, and then call PGW at For your safety, if you smell gas, do not: Use electrical devices. Use an open flame, matches, or lighters. Try to locate the source of the gas leak. Try to shut off any natural gas valves or appliances. Start vehicles. 2

5 Try to put out the flames if natural gas ignites. Re-enter the building or return to the area until a qualified representative says it is safe to do so. PROTECT YOURSELF AGAINST CARBON MONOXIDE Carbon monoxide (CO) is an odorless, colorless, poisonous gas that can cause illness or death. Protect yourself and loved ones from carbon monoxide poisoning by following these tips: Install a battery-operated CO detector in your home. Replace batteries in your CO detector. Never use an oven or gas range to heat your home. Avoid burning charcoal in enclosed spaces. Have your appliances, chimney, or flue serviced regularly by a qualified technician. 3

6 CONTACT US Questions about your bill? Please have your account number ready. Emergency Hotline Call immediately if you smell gas or have an unsafe condition. 24 hours a day, seven days a week Residential Customer Service, Billing & Payments Monday Friday, 8 a.m. - 6 p.m New Service Installation Residential Customer Business Customer Industrial Customer Bill Collection Collections, payment arrangements and shut off notices Monday Friday, 8 a.m. - 4 p.m Informacíon y Servício en Español Commercial Resource Center Business Customers Hearing Impaired Line (TTY) Confidential Gas Theft/Tampering Line 24 hours a day, seven days a week File or follow up on a claim Call Before You Dig Dial 811. Safe digging begins with a call to PA One Call. It s the law. Be Sure Before You Open the Door Dial 911. Guard against imposters posing as utility workers. Nextdoor.com/MYPGW PhillyGasWorks 4

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8 OUR LOCATIONS Serving Philadelphia residents Visit a Customer Service Center to: Pay a bill Apply for gas service Apply for LIHEAP and Crisis Enroll in special programs and budget bill plans Schedule a service visit Transfer gas service Receive additional utility assistance GERMANTOWN 212 West Chelten Ave. Tues., Wed., Fri. 9 a.m. 5 p.m. NORTH PHILADELPHIA 1337 West Erie Ave. Mon., Wed., Thurs. 9 a.m. 5 p.m. WEST PHILADELPHIA 5230 Chestnut St. Mon.,Tues., Wed., Fri. 9 a.m. 5 p.m. 6

9 FRANKFORD 4410 Frankford Ave.Tues., Thurs., Fri. 9 a.m. 5 p.m.. CENTER CITY 1137 Chestnut St. Mon.,Tues., Thurs., Fri. 9 a.m. 5 p.m. SOUTH PHILADELPHIA 1601 South Broad St. Mon., Wed., Thurs. 9 a.m. 5 p.m. 7

10 Manage Your Account Online Pay Online and Go Green! When you register for PGW s online My Account service at pgworks.com, you give yourself the freedom to pay your bill from anywhere, at any time. After registration, we ll send you an with a link to view your bill and make a payment. Pay from your checking or savings account, or use your debit or credit card free of charge. Get more from My Account with auto pay* and e-bill from PGW. With e-bill you get monthly notifications when your bill is ready to be viewed online, and auto pay gives you the comfort of easy, secure, and automatic payments on your due date. * Note: it can take up to two months for auto pay to begin on your account. Customers should continue to pay their bill until the auto pay confirmation appears on your PGW bill. WAYS TO PAY By Mail A check or money order can be mailed to: Philadelphia Gas Works P.O. Box Newark, NJ By Phone To pay by phone, call Bills can be paid by phone using a credit card or check. There is a $2.95 third-party payment processing fee for payments. In Person To pay in person, visit one of our six convenient Customer Service Centers (see pages 6-7). At an Alternative Payment Center Use these alternative payment centers to pay your PGW bill. MoneyGram (Formerly Traveler s Express) Third-party payment processing fee may apply IPP of America AmeriCash CheckFree Customers are advised to call alterative payment centers listed here before visiting. 8

11 Trouble Paying Your Bill? PGW offers a variety of assistance programs to help customers pay their natural gas heating bills. If you need assistance making monthly payments, PGW can help. Payment Arrangements Eligible PGW customers who have fallen behind on their gas bills can apply to pay back their arrears over time. Call Budget Billing For residential customers who are current on their PGW account, Budget Billing spreads your natural gas costs across a full year to help you avoid big seasonal fluctuations in your bill. Customer Responsibility Program (CRP) With CRP, income-eligible residential customers have one less worry. CRP gives discounts to customers by charging a monthly amount based on household size and income instead of natural gas costs. CRP also allows customers to eliminate past due charges. For eligibility requirements: Visit pgworks.com/crp; Visit a PGW Customer Service Center (see Pages 6-7). 9 Continues on next page

12 Trouble Paying Your Bill? LIHEAP Low Income Home Energy Assistance Program LIHEAP is a federal grant program that helps customers in need pay their heating bills. Grants are based on household size and income and it doesn t matter if you rent or own. To qualify, customers must: Meet current federal poverty level guidelines; Complete the application form, including providing the names and social security numbers of all household residents; and Crisis Grant Program Low-income customers can also apply for a Crisis grant to restore service or avoid shut-off. To qualify, customers must: Meet the federal poverty guidelines; Be in danger of termination or utility service needs to be restored. Applications must be submitted at a designated Crisis Intake Site. Call for your nearest site and for more details on completing an application. Supply proof of household income. Find out more about LIHEAP and start your application at pgworks.com/liheap or at one of PGW s Customer Service Centers (see pages 6-7). For more information about how to apply, call

13 UESF Utility Emergency Services Fund A privately funded grant provided for low-income customers to help pay off the balance of their utility bills. UESF Grant Guidelines: Only available after all public sources of support have been exhausted; Matched by PGW up to the grant amount; If grant and PGW do not reduce a customer s balance to zero, the difference must be paid by the customer before the grant and match are applied; Customers (including LIHEAP and Crisis) can only apply once every 24 months. Visit uesfacts.org for an application or call with additional questions. Third-party Notification Service The third-party notification service ensures that if an enrolled customer receives a shut-off notice, PGW also sends a copy of the notice to a customer-designated caregiver, family member, or organization. Third-party recipients do not receive copies of monthly bills. CARES Customer Assistance Referral and Evaluation Program A referral and information program to help customers with special circumstances (i.e., medical emergencies, unemployment, and hardships) pay their utility bills. For more information on any payment assistance program, call and a PGW customer service representative will assist you. 11

14 PB_ dat Understanding Your Bill How to Contact Us Our emergency number and general phone number can be found here. You can also visit us online to access your account information. Easy-to-read Bill Summary Here you can find a summary of your account activity including current charges, any past due amounts and your total amount due. A detailed breakdown of your charges can be found on page three of the bill. Energy Usage Information A 24-month graph displays a snapshot of your energy usage including the average daily temperature for the billing period as well as your average daily cost compared to the previous year. This will help you monitor your usage and energy saving efforts. PHILADELPHIA GAS WORKS Gas Leak Emergencies: Billing & General Information (English & Espanol): Access Your Account Online: MONTHLY STATEMENT From May 06, 2016 thru Jun 07, 2016 (32 Days) JANE DOE 1234 MAIN ST PHILADELPHIA PA Billing Summary Past Due Amount Current Charges $ Adjustments $1.74 Total Amount Due By Jul 01, 2016 $ Your Natural Gas Supplier NATURAL GAS SUPPLIER 456 MAIN STREET PHILADELPHIA, PA (999) NATURGASSUPPLIER.COM Customer Account Number Use this number when requesting information about your account or when paying your bill. Page: Billing Date: Account Number: Average daily temperature 67.5 F. Your average daily cost is $3.56 compared to $3.57 last year. - Your total usage is 1093 Ccf. - Your average monthly usage is Ccf. Vacationing this summer? Sign up for E-bill through MyAccount and have your PGW bill sent directly to your . Go paperless at pgworks.com Be Sure Before You Open the Door. Before letting anyone claiming to be a utility worker into your home, always ask for ID. Unsure? Call PGW or 911. Declare your independence from writing checks every month! Sign up for Autopay by visiting the Customer Care section of pgworks.com. 1 of 3 Jun 08, Questions or Complaints about your bill? Please call us before the due date at , or write to: PGW P.O. Box 3500, Phila., PA Please return this portion with your payment. Write your account number on your check or money order made payable to Philadelphia Gas Works Account Number: Due Date: Jul 01, 2016 Please Pay: Place "X" in box for $ address corrections. Print corrections on reverse side. Amount Enclosed: PGW News Here you will find relevant account information, energy savings tips, and more. 2 JANE DOE 1234 MAIN ST PHILADELPHIA PA Philadelphia Gas Works P.O. Box Newark, NJ Payment Stub Tear off this portion of your bill and return it with your payment; the stub includes your account information for your convenience. Save on the cost of an envelope and stamp - make a free payment through Autopay. Visit pgworks.com Amount Due and Date This section reflects the total amount due and the date that it is due. EXAMPLE OF STANDARD RESIDENTIAL PGW BILL 12

15 General Information Here you can find general contact information, office hours, and locations to our customer service centers. Explanation of Terms This section contains a detailed explanation of terms that could be found on your bill. Pennsylvania s Gas Choice Important information about natural gas supplier options. GENERAL INFORMATION ACCESS YOUR ACCOUNT ONLINE VISIT A CUSTOMER SERVICE CENTER (9AM TO 5PM) CONTACT US BY PHONE Center City 1137 Chestnut St. (M, T, TH, F) Gas Leaks & Emergencies (24/7) Germantown 212 W. Chelten Ave. (T, W, F) Billing & General Information (8am to 6pm, M-F) S. Philadelphia 1601 S Broad St. (M, W, TH) Appliance Service Frankford 4410 Frankford Ave. (T, TH, F) Report Theft of Gas N. Philadelphia 1337 W. Erie Ave. (M, W, TH) Hearing Impaired TTY Line W. Philadelphia 5230 Chestnut St. (M, T, W, F) EXPLANATION OF TERMS BUDGET PLAN This plan is available to all residential customers who are not in arrears. It spreads your payments over a 12 month plan. You may start the Budget Plan at any time. To do so, or for more information, call or visit any of our Customer Service Centers. CCF cubic feet of gas. This is a measure of gas usage. DEKATHERMS (DTH) - A measure of the heat content value of gas. Gas usage is determined by multiplying the MCF used by the heat content value of the gas. One DTH equals approximately nine hundred seventy cubic feet. MCF - 1,000 cubic feet of gas. COMMODITY CHARGE The charge for basic gas supply service which is sold either by volume (ccf or mcf) or heating value (dekatherms). CUSTOMER CHARGE A monthly charge to cover NGDC costs such as maintaining the lines, meter reading and billing. DISTRIBUTION CHARGES The charge for delivery of natural gas from the city gate to the consumer. DISTRIBUTION SYSTEM IMPROVEMENT CHARGE The charge for the increased replacement of infrastructure (e.g. pipes) which is calculated by applying the same percentage to both the customer charge and the distribution charge. GAS COST ADJUSTMENT Amount billed or credited each month to account for differences between projected and actual gas supply costs of the Natural Gas Distribution Company. METER READING INFORMATION PGW shall use its best effort to obtain an actual meter reading regularly, and at least every six months for customers without automatic meter reading devices. When the meter is not read, we estimate your gas use. To avoid estimates, you may read your own meter and tell us the reading by calling at any time. We also offer stamped, pre-addressed post cards, which you can use to send us your meter reading by the specified date. To request a supply of these cards, call , or write us at P.O. Box 3500, Philadelphia, PA MIGRATION RIDER Applies to customers switching to an alternative gas supplier or interruptible service. Credits or surcharges a customer s bill for gas costs that the company paid during the time that the customer bought gas from PGW but which have not yet been fully recovered from or paid back to customers. NATURAL GAS DISTRIBUTION COMPANY (NGDC) A state regulated natural gas utility which owns the gas lines and equipment necessary to deliver natural gas to the consumer. PAYMENT AGREEMENT PLANS If you are behind and cannot pay your full bill, PGW offers special payment plans. Call our Collection Department at or visit any of our Customer Service Centers. STATE SALES TAX An approximate amount of your bill that is used to pay taxes to the Commonwealth of Pennsylvania. WEATHER NORMALIZATION ADJUSTMENT (WNA) An adjustment approved by the Pennsylvania Public Utility Commission as a way to help PGW stabilize its income and operate more efficiently within its budget during the heating season. NATURAL GAS SUPPLIER If you have selected a Natural Gas Supplier other than PGW, the Natural Gas Supplier is responsible for the billing of Natural Gas Supplier charges. PGW will bill for gas delivery according to the tariff for your rate class. Commodity prices and charges are set by the Natural Gas Supplier you have chosen. The Public Utility Commission regulates the distribution prices and services. RIGHTS & OBLIGATIONS A summary of your rights and obligations as a PGW customer will be made available upon request. A Rate Schedule and an explanation of how to verify the accuracy of a bill and an explanation of the various charges will be made available upon request. Mailing Address Electronic Check Recovery Authorization When you pay by check, preauthorized bank draft, ACH, or by a telephone authorized transaction you expressly authorized PGW, if your check is dishonored or returned for any reason, to electronically debit your account for the amount of the check plus a processing fee not to exceed the state maximum legal limit (plus all applicable sales tax). The use of a check for payment is your acknowledgment of this policy and its terms. 3 Name Street City State Zip Telephone ( ) Service Location (Address of Property) Street City State Zip Telephone ( ) EXAMPLE OF STANDARD RESIDENTIAL PGW BILL 13 Continues on next page

16 PB_ dat Payments Received This section details the payments you have made so you can see exactly how you paid and the total amount we received. Meter Detail JANE DOE 1234 MAIN ST PHILADELPHIA PA Meter #: Multiplier Cycle #: 06 Gas Pressure Factor: Page: 3 of 3 Billing Date: Jun 08, 2016 Account Number: Next Meter Read: Aug 05, 2016 Service Point ID: Meter Detail This section outlines the details of your meter reading including meter number and approximate next meter read date. Current Basic Charges This section details your current charges. Refer to the back of your bill s first page for a detailed explanation of these charges. Distribution System Improvement Charge The charge for the increased replacement of infrastructure (e.g. pipes) which is calculated by applying the same percentage to both the customer charge and the distribution charge. From To Date Reading Type Date Reading Type Difference Usage (Ccf) Conversion Factor Total Therms /06/ Actual Actual 06/07/ Current Basic Charges Adjustment Detail PGW Messages SA ID# , 1234 MAIN ST Commercial Heat & Domestic Delivery Charges Customer $ $18.00 Distribution Charge 114 $ $73.14 Distribution System Improvement Charge 5%... $4.56 Weather Normalization Adjustment... $55.34 Migration Rider 114 -$ $37.27 Total Delivery Charges... $ Total Current Billing Charges... $ Adjustments for SA ID # Late Payment Charge... $1.74 Total Adjustments... $1.74 Your estimated gas price to compare is $ per CCF.This may change in March, June, September and December. Shopping Information Box When shopping for Natural Gas with a Natural Gas Supplier, please provide the following: PGW Account #: Service Point ID: Rate Class: General Service Commercial Rate Schedule: GSC If you are already shopping know your contract expiration date. EXAMPLE OF STANDARD RESIDENTIAL PGW BILL 14

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18 Explanation of Charges Want to better understand your next PGW bill? BUDGET PLAN This plan is available to all residential customers who are not in arrears. It spreads your payments over a 12-month plan. You may start the Budget Plan at any time. To do so, or for more information, call or visit any of our Customer Service Centers. CCF 100 cubic feet of gas. DEKATHERM (DTH) A measure of the heat content value of gas. Gas usage is determined by multiplying the MCF used by the heat content value of the gas. One DTH equals approximately nine-hundred-seventy cubic feet. MCF 1,000 cubic feet of gas. COMMODITY CHARGE The charge for basic gas supply service which is sold either by Volume (CCF or MCF) or heating value (dekatherms). CUSTOMER CHARGE A monthly charge to cover PGW costs such as maintaining the lines, meter reading, and billing. DISTRIBUTION CHARGES The charge for delivery of natural gas from the city gate to the customer. GAS COST ADJUSTMENT Amount billed or credited each month to account for differences between projected and actual gas supply costs of PGW. METER READING INFORMATON PGW shall use its best effort to obtain an actual meter reading regularly and at least every six months for customers without automatic meter reading devices. When the meter is not read, we estimate your gas use. To avoid estimates, you may read your own meter and tell us the reading by calling at any time. We also offer stamped, pre-addressed post cards, which you can use to send us your meter reading by the specified date. To request a supply of these cards, call , or write to us at P.O. Box 3500, Philadelphia, PA PAYMENT AGREEMENT PLANS If you are behind and cannot pay your full bill, PGW offers special payment plans for eligible customers. Call our Collection Department at or visit any of our Customer Service Centers. STATE SALES TAX An approximate amount of your bill that is used to pay taxes to the Commonwealth of Pennsylvania. WEATHER NORMALIZATION ADJUSTMENT (WNA) An adjustment approved by the Pennsylvania Public Utility Commission as a way to help PGW stabilize its income and operate more efficiently within its budget during the heating season. 16

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20 WAYS TO SAVE EnergySense Conservation Programs PGW EnergySense offers valuable rebates and grants to residential and commercial customers who make energy efficient upgrades to new and existing builidings. With EnergySense grants and rebates, customers get paid to upgrade and save on their energy bills. Call 855-PGW-SOLVES or visit pgwenergysense.com to begin saving. *Flexible low-interest loans are available to eligible borrowers for energy-related improvements through the Pennsylvania Housing Finance Agency Homeowners Energy Efficiency Loan Program (PHFA HEELP) , phfa.org Natural Gas Home Heating Conversion By upgrading your home to natural gas heat, you aren t only saving on the cost to heat your home, but you will also be eligible for a $500 gas credit toward your PGW bill. If you already use natural gas for cooking, water heating, or clothes drying, then making the switch is easy! Take the next step to a cleaner, more efficient heating source by calling Natural Gas Home Water Heater Conversion Upgrading your residential water heater to natural gas is quick, easy, and affordable! Plus with the incentives offered from PGW, you will be eligible for a $200 or $500 credit towards your PGW bill for each conversion made. Not only will you save on water heating costs, but you will be happier knowing your home is always equipped with hot water. For more information and to see if you qualify, call Parts and Labor Plan Appliance breakdowns are inconvenient, costly and hard to predict. Our Parts & Labor Plan covers most parts and repairs for natural gas appliances at residential homes across Philadelphia, eliminating the stress and expense of equipment breakdowns. Whether you have one property or a hundred, protecting them is quick, easy and secure at pgworks.com/plp or call Energy Savings Tips Install a programmable thermostat and set your thermostat between 65 and 70 degrees when you are home. Keep in mind warmer temperatures are recommended for homes with ill or elderly persons or infants. Turn your water heater temperature to warm (or low ). Open drapes and shades during the day to allow sunlight to heat your home and remember to draw shades each evening. Use ceiling fans to recirculate your warm air. 18

21 HOW TO TURN ON OR DISCONNECT SERVICE Turn On Service New to the area? Moving out? There are three convenient ways to turn on natural gas service from PGW to a residential property.* To get started you must have a gas line and a meter installed at the property, then you can either: 1) Visit pgworks.com/turn-service-on and fill out the Turn On Service form online; 2) Call PGW at ; 3) Visit a Customer Service Center. Turn Off Service Be sure to notify PGW at at least seven days before the shutoff or transfer to avoid unnecessary costs. You are responsible for gas used at the property until PGW can access your meter to shut it off. A note for landlords: If you are requesting a gas service shutoff for a tenant, download and submit a notarized Voluntary Discontinuance Form from pgworks.com. *You may be charged a deposit. 19

22 OTHER SERVICE OPTIONS Gas Choice PGW can provide both natural gas supply and gas distribution services to customers. However, Pennsylvania s Gas Choice program allows customers to choose a natural gas supplier other than PGW and potentially save money. As part of this program, unless you opt out, PGW is required to provide natural gas suppliers with your name, address, account number, and natural gas usage history so they may promote their services to you. You may opt out of having either your natural gas usage information, or any of your account information released to natural gas suppliers. PGW encourages you to shop regularly on the Public Utility Commission website, PAGasSwitch.com. For more information about how Gas Choice works or to opt out, visit pgworks.com/residential/customer-care/gaschoice. Landlord Programs Sign up for PGW s landlord programs for residential and business customers to get property notifications when PGW is asked to shutoff gas, needs to perform service work, and when there is PGW related collection activity. For more information, visit pgworks.com/landlords. 20

23 BUSINESS CUSTOMERS Switch to Cleaner, Safer Natural Gas Using natural gas can help you save money, whether it s for your home or business. Out with the old; in with clean, safe, abundant, affordable, domestic and efficient energy source of choice. Are you considering converting your current heating and cooling system to natural gas? It s a smart move that could save money, provide rebates and other benefits while lowering your carbon footprint. To speak to someone about switching to natural gas service: Residential Customer Hotline Business Customer Hotline New construction or large building? No problem! Contact us about natural gas near your property. Industrial Customer Hotline New Construction Hotline

24 Pipeline Improvement Program Philadelphians need safe, clean, affordable energy, and PGW strives to meet that increasing demand. PGW invests millions of dollars every year to maintain the city s natural gas distribution system by replacing aging portions of the distribution system, when necessary, with new state-of-the-art equipment. We realize construction projects of this scope often raise a lot of questions and we re committed to answering all of them. Here are five primary steps to expect while natural gas mains on your street are replaced. Step 1: Neighborhood Notification Step 2: Underground Utility Marking Pennsylvania law requires companies with underground facilities to locate and mark their utility lines with non-permanent colored paint. PGW uses yellow and white paint. Step 3: New Main Installation At least three days before pipeline work begins, PGW crews and/or contractors notify residents and businesses in the immediate neighborhood. In general, daily work hours based on the City s posted hours of operation are Monday to Friday, 7 a.m. - 3 p.m. or 9 a.m. - 3:30 p.m. for specific sections. PGW contractors dig a trench and other holes along the street and/or sidewalks so that new plastic or coated steel pipes can be installed. When work is completed at the end of each day, 22

25 trenches and holes will be covered and all equipment will be stored out of the way throughout the length of the project. Step 5: Property/Neighborhood Restoration Step 4: New Service Line Installation After gas service has been restored, PGW will begin to restore the area back to its original condition. Restoration Occurs in Two Steps: 1. PGW will immediately backfill open trenches and holes that resulted from pipeline improvement work with dirt, rocks, and temporary paving. This backfill is in preparation for final and full restoration of your property. Natural gas service lines run from the main outside your home and connect to the gas meter that serves your home or business. After a new main is installed crews will investigate the accessibility to your existing gas meter and upgrade the service into your property, if necessary. Crews may also replace the meter, re-light all natural gas appliances, and complete safety checks. 2. PGW will restore worksites to the same or better condition, including sidewalks, lawns, and driveways. Due to weather and seasonal conditions beyond our control, full restoration may take additional time to complete. Please be aware that there may be several days or even weeks between some of the steps in the pipeline improvement process. We ask for your patience during this time. To learn more about PGW s Pipeline Improvement Program visit pgworks.com/worksites. Questions? Contact PGW Public Affairs

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28 If you smell gas or have an emergency PHILADELPHIA GAS WORKS Corporate Headquarters 800 W. Montgomery Ave. Philadelphia, PA US PRESORT PHILA. PA PERMIT NUMBER 1361